Download My Rights as a Telecommunications Customer

A PUBLICATION OF THE PUBLIC UTILITY COMMISSION OF TEXAS
Utili-Facts
What are my rights as a telecommunications customer
You have the right to choose a telecommunications provider.
No matter which telecommunications provider you choose,
the Public Utility Commission
(PUC) will protect your rights.
If you feel that your rights have
been violated, call the PUC’s tollfree Consumer Hotline at 1-888782-8477.
Your rights include:
•• Non-Discrimination: In addition to standard discrimination
prohibitions, a telecommunications provider may not deny service or discriminate in the marketing of telecommunications service
based on a customer’s income
level or location in an economically distressed area.
•• Slamming and Cramming:
Slamming is switching your telecommunications service provider
without your permission. Cramming is adding charges to your
telephone bill for optional services without your permission.
Both slamming and cramming are illegal.
•• Dispute Resolution: Telecommunications providers must
promptly investigate customer complaints, and customers
have the right to make complaints about a telecommunications provider to the Public Utility Commission.
•• Privacy of Information: Telecommunications providers
cannot release any customer-specific information to other
telecommunications providers or any other companies without
your permission.
In addition, all telecommunications providers must follow a
new set of customer protections, by providing:
•• A Terms of Service Agreement. This is your contract. It
informs you of a telecommunications provider’s contract terms
and conditions.
•• A “Your Rights as a Customer” Disclosure. This informs
you of your standard customer protections as mandated by
the PUC.
QUESTIONS:
Call:
1-888-782-8477, in Austin 512-936-7120 Write: PUC - Customer Protection Division
(TTY 512-936-7136) (FAX 512-936-7003)
P.O. Box 13326, Austin, TX 78711-3326
Online: http://www.puc.texas.gov/consumer/complaint/Complaint.aspx